Lead Technical Support Specialist

2 weeks ago


Annapolis, Maryland, United States Rocket Software Full time
Position Overview:
The Lead Technical Support Specialist plays a pivotal role in guiding and enhancing the support, development, and improvement of Rocket Software products. This position requires a deep understanding of technical issues and the ability to provide effective solutions to customers.

Key Responsibilities:
1. Assess customer requirements and manage expectations effectively.
2. Validate the accuracy of business impact statements provided by clients.
3. Independently verify problems by confirming the customer's environment, error messages, and symptoms.
4. Troubleshoot and resolve urgent and complex technical issues.
5. Utilize testing tools routinely and recommend new tools as necessary.
6. Conduct research on complex resolution cases using available knowledge bases and documentation.
7. Develop reproducible cases when required.
8. Prepare, recommend, and implement effective solutions.
9. Serve as a point of escalation for junior team members in solution preparation and implementation.
10. Manage critical situation issues as an escalation expert across various products.
11. Create documentation at an appropriate level for team use.
12. Analyze case trends for continuous improvement.
13. Maintain detailed case tracking for future reference by team members.
14. Support and mentor other Support Engineers at different levels.
15. Participate in internal projects and other assigned tasks.
16. Engage in ongoing self-directed learning to enhance expertise in Rocket Software products.
17. Contribute to the development of training materials and conduct training sessions for other support engineers.
18. Collaborate with Product Development Managers to address customer issues.
19. Provide suggestions for product feature modifications based on customer feedback.
20. Act as a consultant with cross-lab development teams.

Qualifications:
- Minimum of 8 years of experience in a technical support capacity.
- Familiarity with Rocket Software products, including ChangeMan, Comparex, and StarTool.
- Experience with z/OS and Windows operating systems is a plus.
- Knowledge of relational databases such as IBM DB2, Oracle, Microsoft SQL Server, and MySQL.
- Proficiency in programming languages such as REXX, COBOL, or PLI.
- Experience with Integrated Development Environments (IDEs) like Eclipse.
- Availability for occasional after-hours, weekend, and holiday work.
- Strong analytical and problem-solving skills.

Commitment to Information Security:
At Rocket Software, information security is a shared responsibility. All employees are expected to protect company information and IT resources according to their roles.

Diversity and Inclusion:
Rocket Software is dedicated to fostering an inclusive workplace where every employee can thrive. We believe in the importance of diversity and equity in our workforce, and we encourage all qualified applicants to apply.

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